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BBB Accredited Business since
Phone: (808) 737-7726 Fax: (408) 332-5453 View Additional Phone Numbers PO Box 297, Kailua, HI 96734
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This company offers hotel stays and car rentals in Hawaii.
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A BBB Accredited Business since
BBB has determined that Travel Hawaii, LLC meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for Travel Hawaii, LLC include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 2 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||2|
|Total Closed Complaints||2|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Licensing, Bonding or Registration
This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.
These agencies may include:
State of Hawaii Department of Taxation
PO Box 1425, Honolulu HI 96806
Phone Number: (808) 587-4242
The number is W20535326-01.
Type of Entity
Limited Liability Company (LLC)
Business ManagementMr. John Lindelow, Manager Ms. Roz Rapozo, Member
Travel Agencies & Bureaus
Alternate Business NamesTravel-Hawaii.com
Industry TipsTRAVEL TIPS USING THE SERVICES OF A TRAVEL AGENT
PO Box 297
Kailua, HI 96734 (808) 737-7726 (888) 373-2422
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Types of Complaints Handled by BBB
BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:
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BBB Complaint Process
Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.
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What government actions does BBB report on?
BBB reports on known government actions that are relevant to the business's marketplace dealings with the public.
BBB Reporting Policy
As a matter of policy, BBB does not endorse any product, service or business.
Additional Phone Numbers
- (888) 373-2422(Phone)
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
Problems with Product/Service
Read Complaint Details
Complaint: Travel Hawaii did not return phone calls to their main business line or their "emergency" line which prevented us from cancelling our reservations in the time window they allotted for cancellations. They waited 5 days to return our phone calls and then informed us it was too late to cancel. We called the hotels and informed them of our cancellation and they were willing to refund our reservations if only Travel Hawaii had bothered to pick up the phone or return a call. We will never use Travel Hawaii again and strongly suggest no one else does either.
Desired Settlement: We would like a full refund and an apology.
Travel Hawaii was notified by the ***** that they could not make their trip to Hawaii due to a death in their family. They notified us after our business hours on Friday, July 1, 2016. They had two hotel reservations, one at the ****** ******** ******* and the other at the ******** *** **** on Maui.
Problems with Product/Service
Read Complaint Details
Complaint: We paid in advance for a rental car via ***** through Travel Hawaii (reservation #******.When we arrived on Maui 12/27/2014 the ***** had no record of the reservation and had no other cars so we were forced to rent a car at another agency. Thus far Travel Hawaii has refused to refund our money.
Desired Settlement: We believe we took reasonable measures to resolve the matter with Travel Hawaii. We wish the funds to be returned as a credit on our credit card.
Date: 2014-12-31 11:37:52 From: Travel-Hawaii.com (**** ********) *********************** To: ********* ***** Subject: ***** Hawaii Reservation ****** Hi ********* - I talked to your father earlier today (***** *****). We have no record of calls from your phone number or from any phone number in area code *** on Dec 27 or at anytime in December prior to today. So apparently there was actually no attempt to contact us about your reservation via phone. Also there are no emails regarding this reservation from anyone. We are working with ***** now to determine if inquiries were made by you on Dec 27 at the ***** counter at Kahului. As it stands right now, this is being treated as a "No Show". Any evidence you have of inquiries made to ***** or to Travel Hawaii regarding this reservation would be most welcome. Aloha, ****Based on the above information we concluded that no attempt had been made to contact Travel Hawaii about this reservation until 4 days after the reservation was to begin.
We also spoke with Mr. ***** on Jan 7 about the situation and how we were working to get some portion of refund for him.
On Jan 10, despite the fact that the reservation was a no-show, we refunded $332.80 to Mr. *****'s credit card (50% of what he paid). We conveyed this information to him in a voicemail since we did not have an email address for him at that time.
--Travel Hawaii worked diligently with this client and attempted to determine the veracity of their claims.
--Our terms and conditions were clearly stated and agreed to by the client.
--We refunded them 50% of what they paid, even though they were a no-show and made no attempt to contact Travel Hawaii until 4 days after their reservation was to begin.